Contact Center Supervisor

Overview

The Midtown Group is teaming up with a leading technology company to support a D.C. government department that offers its residents a Medicaid program. Our collective goal is to modernize and optimize DC's Medicaid program while offering outstanding customer support. Our venture is focused on improving outcomes, enhancing provider experiences, and safeguarding program integrity. For this project, our partner will provide technology, and we will provide people and expertise, across a number of functions, including contact center operations.

Job logistics

The Midtown Group is looking for qualified candidates for the position of Contact Center Supervisor, to manage Customer Service Representatives, Claims Processors, and Financial Analysts who will support D.C. residents who need assistance with Medicaid benefits.

These positions are in-person, located in Downtown D.C. There are no plans to move to hybrid or fully remote models.

Both our partner and the client do business in the same location, so candidates must be familiar with commuting to and working in an office location and, of course, professional conduct, attire, and communication are requirements.

This base period for this contract is one year, through November 2026, with two further annual option periods. So, this contract could run for three years, until November 2028.

D.C. residents who contact the contact center may do so via phone, email and chat (together, “contacts”). Candidates must be proficient in speaking, reading and writing in English.

The contact center operating hours are Monday through Friday, from 8:00am to 5:00pm ET. However, CSR schedules will be between the hours of 7:45am to 5:15pm ET, to allow for pre-shift sessions and last-minute contacts/wrap up. The contact center is closed on Federal holidays. Candidates must be able to work 40 hours per week.

Client onboarding requirements

Candidates must be based in the DMV metro area. D.C. residents are preferred, as a certain percentage of our staff must live in the District.

Candidates must be able to pass a thorough (criminal, financial, employment, etc.) background check, conducted by a third-party vendor. The Midtown Group will assist with this application process, and each candidate must be cleared before we can offer you a position.

Technology and Training

Assuming a successful background check, we will provide each Call Center Supervisor with a secure laptop that is configured to allow access to the tools required to perform the job tasks.

Call Center Supervisors will then attend and participate in new hire orientation and training sessions. Training is expected to last for up to six weeks.

Call Center Supervisors will be trained in all aspects, including:

All job responsibilities

Corporate policies, procedures, and processes

How to handle, escalate, and document contacts

The necessary technology and tools

How to access and utilize the contact center knowledgebase

How to handle sensitive data and personal information, etc.

Key job tasks

Call Center Supervisors have several job responsibilities, and some of the critical ones are:

Assist in creating call flows and functions of the telephony platform

Testing of the new system

Support the creation of operational and other documentation, such as call center guides, scripts, procedures, and other components of the knowledgebase

Assist with new hire training and cross training of CSRs

Oversee and support the creation and maintenance of CSR schedules

Ensure the call center is operational Monday-Friday 8:00am to 5:00pm ET (except holidays)

Knowledge of the District of Columbia Medicaid processing procedures is preferred

Work with QA team to ensure that CSRs are knowledgeable and effectively handling calls.

Address and resolve escalated customer service issues

Ensure SLAs are compliant with client expectations

Work with associations, as necessary, for billing and policy updates

Monitor and evaluate CSR performance, providing learning or coaching opportunities, and taking corrective action as needed.

Provide back-up to Trainer and QA roles as needed.

Other duties as assigned.

Minimum requirements

High School Diploma or equivalent, 2-year post-high school Degree, or bachelor’s degree.

A minimum of three years of management/leadership experience in an on-site/in-person multi-channel contact center, in a similar or related field.

Organization skills to balance/prioritize work with the ability to multi-task.

Proficiency with basic help desk software, computer software and Microsoft Office applications.

Problem-solving skills to bring inquiries to effective resolution.

Customer service skills, with an emphasis on written and oral communication, to professionally and efficiently respond to inquiries.

Other important skills

The ability to provide exceptional customer service is extremely important to both the Midtown Group and our client. If you have the service gene – if helping others is in your DNA – we are happy to have you join us.

Our most effective and successful Call Center Supervisors exhibit the following skills:

Conduct themselves with professionalism, empathy, patience, courtesy, and tact, at all times.

Communicate effectively, clearly, and professionally.

Carefully monitor and manage CSR performance, with particular attention to call handling, quality, call control, listening and probing, determining and addressing the caller’s needs, professionalism, empathy, and customer service.

Effectively collect and handle sensitive data and personal information, as needed.

Deal well with conflict, as well as complex and emotional situations.

Be flexible, and able to work independently.

These characteristics are necessary to be able to efficiently and professionally support CSRs and callers.